Project Dhaneesh

1Management Project
CONTENTS
CHAPTER I INTRODUCTION TO THE SUBJECT STUDY
CHAPTER II INDUSTRY AND COMPANY PROFILE
CHAPTER III OBJECTIVES
RESEARCH METHODOLGY
LIMITATION
CHAPTER IV DATA ANALYSI S AND INTERPRETATION
CHAPTER V FINDINGS SUGGESTION
CONCLUSION
APPENDIX
BIBLIOGRAPHY
1 Ilahia College of Arts & Science

2Management Project
LIST TABLES
Sl. Titles Page.

No. No.
1 Usage of various jive products 33
2 Type of products preferred by respondents 35
3 Frequency of purchase of jive products 37
4 Comparison of jive products with other products 39

5 Satisfaction of packing and design of jive products 41
6 Factors that influence the purchase decision of customer 43
about the Jive products.
7 Satisfaction of jive products 45
8 The specific the reason of satisfaction of jive products 47
9 The awareness of the customers about jive products 49
10 Availability of jive products at your convenience 51
11 Satisfaction of dealers of jive product 53
12 Complaints about Jive products 55
13 The complaints……… 57
14 Problem faced by customers using no Jive products 59
15 Product price compared to other companies product 61

3Management Project
LIST DIAGRAM
Sl. Titles Page.

No. No.
1 Usage of various jive products 34
2 Type of products preferred by respondents 36
3 Frequency of purchase of jive products 38
4 Comparison of jive products with other products 40

5 Satisfaction of packing and design of jive products 42
6 Factors that influence the purchase decision of customer 44
about the Jive products.
7 Satisfaction of jive products 46
8 The specific the reason of satisfaction of jive products 48
9 The awareness of the customers about jive products 50
10 Availability of jive products at your convenience 52
11 Satisfaction of dealers of jive product 54
12 Complaints about Jive products 56
13 The complaints……… 68
14 Problem faced by customers using no Jive products 60
15 Product price compared to other companies product 62

4Management Project
CHAPTER - 1
INTRODUCTION
INTRODUCTION

5Management Project
Customer plays a vital role in the marketing of goods

and services. In today’s life, goods of various kinds are used.
Varieties of goods are produced, as the satisfaction level of one
person differs from the other. Every person, have their own
assumption of, how the product must be, its look use etc, which must
be understood by the marketing man and take necessary measures to
improve the production based on customers satisfaction. Simply
production of goods, with out considering the taste, preference,
interest of consumer will result in production failure. So, in the other
words it can be said that consumer occupy the most important role in
a market.
It is the customer who occupies the most important

position in the market. The term marketing starts with the
identification of a specific need on the part of the customer and end
with the satisfaction of that need. The customer is found both at the
beginning and end at the end of marketing process. Inorder to satisfy
the needs and desires of customer the goods must be delivered at the
right time, at the right place and at an acceptable price. The marketing
concept states that the customers want satisfaction is the economic
and social justification of the firm’s existence.
The buyer is exposed to a world of information new

products, new services and new uses for existing products, new ideas
and new styles. His attitude towards this bombardment of information

6Management Project
is peculiar. He is a riddle and is a highly entity. He perceives and

retain only what he would normally like to perceive and retain. When
the buyer takes a buying decision there in no rigid rule to bind him.
Some times the decision is taken on the spot. Sometimes he may
decide after a long search. So it is clear that an in-dept study of the
customers his profile, his characteristics and buying behaviour is
always relevant.
The problem of solving the puzzle of the buyer

behaviour is not easy. The behaviour depends up on the buyer’s needs
keep on changing. What motivates him? How does he react to a new
product introduced in the market? Why does he buy a specific brand
from a particular shop? These are some of the questions learned by a
marketing man. The govt.and customers forums have to predict needs
and protect the rights of the customers any wrong inference in this
process will affect all the concerned players in the market adversely.
The customer goods can be divided in to customer

durable goods and non-durable goods. Durable goods are those goods,
which can be used for a long period of time. But non-durable goods
are mainly single-use equipments like soap washing powder etc.
example for durable goods are washing machine, television etc.
With mobility, the customer profile keeps changing

and the market become volatile or fluid. The expectation of customer
change, their life style changes, their needs and behaviour also
changes. And this result in segmentation of markets sharply which

7Management Project
were until then fairly homogenous. Now, it can be seen that there is
more expenditure on non-food items than on food items; the
respective shares of transport, communication, education and
recreation also have been steadily going up.
Statement of the problem
The study is titled that ‘A Study on Customer Satisfaction

With Reference to Nadukkara Agro Processing Company Ltd,
Muvattupuzha’.
Scope of study
Customer are the lifeline of any organization because

they keep its products moving and customers have emulated from a
mere purchasing instruments to a matured substance who knows each
and every aspect about the product, they have become more aware
and one would be surprised with the extent of their awareness and
they come with multi dimensional aspirations, any how satisfying and
keeping on satisfying the customer in an integral part, this study
which focus on the integral part of the satisfaction is an eye opener to
the company and could be compared with firms of similar type hence
this study has a wide scope.

8Management Project
CHAPTER 2
PROFILE OF
THE
ORGANISATION

9Management Project
PROFILE OF THE ORGANISATION
The finest farms in Kerala
The JIVE ranges of products are the fruits of the farmers

of Muvattupuzha, Kerala. This area is known for its extensive
cultivation of pineapple. JIVE is the outcome of a project promoted
by the Kerala Horticulture Development Program (KHDP), a venture
between the European Union and Government of Kerala. Recognizing
Kerala’s vast potential, the KHDP’s principal aim has been to
promote growth of high quality horticulture and at the same time
provide substantial direct benefits to the farmers. To meet this
objective, it has setup a fruit- processing factory for processing
mango, pineapple, papaya and other tropical fruits. These products
from the vehicle for generating supplementary income for farers.
A State-of-the-art factory
The factory is located at Nadukkara, and is managed

by Nadukkara Agro Processing Company. It conforms to international
norms and has earned both the ISO 9002 and HACCP certification;
Nadukkara Agro Processing Company Ltd. (NAPCL) is a public

10Management Project
limited company with farmers holding 70% share and Government of

Kerala 30%. It functions with the active involvement of European
Union and has become member of SGF, an organization of fruit juice
manufacturers from the European Community. Farmer’s registered
with the company supply fresh Pineapples. The fruits are taken care
of at every stage in their growth and are plucked only at the right
moment for use. They are processed and packed through the most
hygienic and high tech methods prevalent in the world.
An assurance of quality
Our products can measure up to the strictest of

international norms. Every product in our product range goes through
stringent quality control measures, before it appears in its final form
before the customer. From the section of the best fruit, to the aseptic
packing, there are no compromises. Modern crop management
techniques, use of high quality suckers, scientific farming and post
harvesting method are incorporated so that the fruits are the best in
taste and goodness. The raw materials selected are the finest, and
online analysis by qualified professionals control the parameters
during production and guarantees a final product that is consistently
good. The factory uses the very latest automated equipments from
India and Europe. Every stage of the operation is automated,
eliminating the possibility of contamination altogether. No wonder
then, that the Nadukkara Agro Processing Company has earned
widespread recognition for its high standards – as the ISO 9002 and
HACCP certification will bear witness.

High tech processing
Plucked at the ripe time for processing, the fruits

procured are the very best of the produce. Using controlled processing
conditions, concentrates; RTS and candies of uniform taste, aroma
and flavour are produced. There are 3 products lines:
Concentrate Line
The factory can process 3.5-tones/hour input of

pineapple and concentrate it to normally 60 Bx using a single stage
scrapped surface vacuum concentrator. The finished product is
aseptically packed in 220 Liter bag-in-drum. Mango is produced at
the rate of 2-tones/hour inputs and concentrated to 28 Bx during the
mango season. Produce is exported as well as supplied all over India.
RTS (ready to serve)
The RTS line employs a Tetra Pack TBA/9 machine

with an out put of 6,000 cartons/hour of 250ml size. Cartons are
automatically packed 27 to a tray and shrink wrapped.

Candied fruit
Tropical fruits like Pineapple, papaya, mango, banana

and jackfruit can be candied using the ‘kandimat’ technology,
producing high quality candy. The capacity is 1200kgs/batch.
A range of products
The delicious fruits of Kerala are transformed in to a

series of products that please customer, and at the same time provide
commercial returns to the farmer who have toiled over them. Over
product range includes:
Jive pineapple juice (250ml Tetra pack)
This product contains pineapple juice without any

preservatives or artificial colouring agents. The product is
conveniently packed in tetra pack and can be used anywhere,
anytime. Shelf life is 6 months.
Jive splash (200ml mango-pineapple nectar)
Jive splash is fruit nectar comprising mango and

pineapple. This product brings the goodness of both fruits with the

USP – ‘Double Fruit, Double Energy’. It comes in a convenient,

hygienic tetra pack packaging. Shelf life is 6 months.
Jive pineapple concentrate (700ml pet bottles)

This is a concentrate of pineapple juice with
preservatives and added flavors. When mixed in a ration of 1 part of
pineapple juice concentrate with 4 parts of chilled water, it creates a
refreshing pineapple drink. Shelf life is 1year.
Fruit Candies
Jive pineapple/ginger/papaya candies: candies are

packed in attractive plastic tubs of 100gms & 75gms. These candies
are made from de-hydrated fruits without any added colour, flavour or
preservatives and make ideal snacks. Shelf life is 6 months.
Institutional packages
For institutional supplies, pineapple and mango juice

concentrates as well as pulp are packed in 220 ltr aseptic bag-in-
drums.

Exports
The produce of NAPC is exported to different countries

around the world, after meeting the most stringent international
quality standards.

LITERATURE
FRAME
WORK

LITERATURE FRAME WORK
Definition of CUSTOMER SATISFACTON
The company’s ability to fulfill the business, emotional

and psychological needs of its customers.
Quality of your service delivery expected by the customers

Providing good service in a pleasant manner and meeting
the customer’s expectations.
A measure of the degree to which a product or service
meets the customer’s expectation.
A measurement or indicator of the degree to which
customers or users of an organization’s products or services are
pleased with those products services, typically measured by an
attitude questionnaire.
If the customer’s expectations of product quality, service
quality and price are exceeded, a firm will achieve high levels of
customer satisfaction and will create “customer delight”. If the
customer’s expectations are not met, customer dissatisfaction will
result. And the lower satisfaction level, the more likely the customer
is to stop buying from the firm…
Comparison of expectations versus perception of experience.

Customer Service
Who involved in servicing your customers? Who needs

to be?
• How well are the people on the front lines of your company
trained?
• How consistent is their execution?
• Would your rate your customer service as something worth
talking about?
• Would you be return customer at your company?
• Is customer service leading consistently to additional revenue?
• What’s the word on the street about you?
There are a few questions to prompt your to consider

how your customer views your company and to high light
opportunities for improvement.
Many companies today struggle to become truly
significant because they are trying to increase revenue and
productivity and gain market share using the “survival skills” that
helped start the business. As the scope of the business changes, the
hard work and force-of-will effort that were essential to early survival

can become an obstacle to a drag on future growth. This is especially

true when it comes to servicing customers.
Superior customer service is the easiest way for

businesses to differentiate and distance themselves from the
competition, but it also the most overlooked and underutilized. One
thing is certain; you can’t put customer service in a box and delegate
it to specific persons or roles in your company and expect to have
loyal customers. Great service should equal loyal customers that
should equal unsolicited referrals. Customer satisfaction should be the
lowest level of acceptable service in your company.
Customer Loyalty
“It takes a lot less money to increase your retention of

current customers than to find new ones- but I know I don’t give it
much effort as I should because it does take a lot of energy and
effort!”
STRATEGIZE AND PLAN FOR LOYALTY
These four factors will greatly effect your ability to build a loyal
customer base:

1. Products that are highly differentiated from those of the

competition.
2. Higher-end products where price is not the primary
buying factor.
3. Products with a high service component.
4. Multiple products for the same customer.
Market to your own customers
Giving a lot of thought to your marketing programs aimed

at current customers is one aspect of building customer loyalty. When
you buy a new car, many dealers will within minutes try to sell you an
extended warranty, an alarm system, and may be rust proofing. It’s
often a very easy sale and costs the dealer almost nothing to make.
Are there additional products or services you can sell your customers?
Use Complaints To Build Business!
When customers aren’t happy with your business they

usually won’t complain to you-instead, they’ll probably complain to
just about everyone else they know- and take their business to your
competition next time. That’s why an increasing number of
businesses are making follow-up calls or mailing satisfaction
questionnaires after the sale is made. They find that if they promptly
follow up and resolve a customer’s complaint, the customer might be
even more likely to do business than the average customer who didn’t
have a complaint.

In many business situations, the customer will have many

more interactions after the sale with technical, service or customer
support people than they did with the sales people. So if you’re
serious about retaining customers or getting referrals, these
interactions are the ones that are really going to matter. They really
should be handled with the same attention and focus that sales calls
get because in a way they are sales calls for repeat business
Reach Out To Your Customers!
Contact…contact…contact with current customers is a

good way to build their loyalty. The more the customer sees someone
from your firm, the more likely you’ll get the next order. Send
Christmas cards, see them at trade show, stop by to make sure
everything’s okay.
Send a simple newsletter to your customers-tell them

about the great things that are happening at your firm and include
some useful information for them. Send them copies of any media
clippings about your firm. Invite them to free seminars. The more
they know about you, the more they see you as someone out to help
them, the more they know about your accomplishments-the more
loyal a customer they will be.

Loyal Customers and Loyal Workforces

Building customers loyalty will be a lot easier if you
have a loyal workforce-not at all a given these days. It is especially
important for you to retain those employees who interact with
customer such as sales people, technical support, and customer
service people. Many companies give a lot of attention to retaining
sales people but little to support people.
The increasing trend today is to send customer-service
and technical-support calls into queue for the next available person.
This builds no personal loyalty and probably less loyalty for firm.
The growing number of academic studies
On customer satisfaction and the mixed findings they

report complicate effort among managers and academics to identify
the antecedents to and outcome of businesses having more versus less
satisfied customers. These mixed findings and the growing emphasis
by the manager on having satisfied customers point to the value of
empirically synthesizing the evidence on customer satisfaction to
assess current knowledge. To this end the author conducts a meta-
analysis of the reported findings on customer satisfaction. They
documented that equity and disconfirmation are most strongly related
to customer satisfaction on average. They also find that measurement
and method factor that characterize the research often moderate
relationship strength between satisfaction and its antecedents and

outcomes. The author discusses the implication surrounding these

effects and several directions for future research.
GETTING STARTED WITH CUSTOMER SATISFACTION
Talk and interact informally with your customers first (no

clearance required)
Use focus groups when you need more structured approach to

talking to your customers (clearance required).
Digest this information and reflect upon how it can help you improve
your customer service when combined with additional information.
Only then make plants for full-blown surveys to validate this
qualitative information and gather the additional needed data.
Thinking Small: Customer satisfaction depends on your attitude
Sales not where you want them no matter what you do?
Just above everyone with a sales force has had this
problem at one time or another, but there are tools to increase sales
through customer satisfaction. Successes will depend on your sales
force obtaining the money, time and recognition they feel they
deserve. Frankly, unless you buy into the project, you will be the only
loser.

Blindly throwing money at your sale people won’t work.

That’s been tried. All it does is make them wealthy. So how can you
satisfy the wants and needs of your customers and your sales people
and stay solvent in the process? Try a customer-satisfaction incentive
program. Here’s an outline that has worked for several companies.
Modify it, change it, and make it yours.
Set a few achievable goals. A goal could be: “After the
customer buys the first time, they continues to buy, increasing their
order each time”. Or,” When the customer buys, they like us so well
they recommended others to our product or services, so we will give
them a discount on their next order”. Still another measurement goal
might be, “Our regular customers increases their order by 10% each
month. And we reward that behavior with lower prices”.

Consideration for Information Collections of Customer

Satisfaction by Regulators of Regulated Entities
• Do collect customer’s opinion of what they want and their

satisfaction with what they are getting.
• Don’t use customer satisfaction surveys as the vehicle to
collect information on the objectives outcomes of an agency
program.
• Do provide creditable confidentiality for your customer
response.
• Don’t collect procedures that identify our customers so that
they perceive that their responses could be used against them.
• Do collect information that your customers perceive as
innocuous and of potential benefit to them.
• Don’t collect information that your customer could perceive as
threatening their interest.
• Do use information collection that you have tested to ensure
that they are quick and easy to complete and provide the
information you need.
• Don’t use long, confusing, burdensome collection instruments.

• Do design the information collection process to ensure high

response rate when you want to make decision based on the
results or make generalized statement about your customer.
• Don’t be concerned about response rates when you intend your
information collections only to initiate understanding and
insight.
• Do ask questions about items that are “actionable,” i.e., items
that your agency can change within existing constraints.
• Don’t ask questions that will raise your customers’
expectations about changes that agency can’t or won’t
implement.

CHAPTER 3
RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY
Research methodology
Research is the art of scientific investigation. It is common way

of search for knowledge. Research in common parlance refers to a
search for knowledge. One can also define research as a scientific and
systemic search for pertinent information on a specific topic. Intact
research can also be thought as a careful investigation or inquiry
especially through search for new facts in any branch knowledge.
The relevant data on the subject under study has been collected
from both primary and secondary data sources. Questionnaire method
was used for collecting primary data. Primary data required for this
study were generated from customers.
The study is conducted during the period from January 5th to

February 10th 2008. The sample size is respondents from customer
and 50 are sample are selected for the study by adopting convenience

sampling method. The questions used for the study were closed and
questions and the representative are approached directly. Before the
actual survey a pilot study comparing five individual also have been
conducted to have and in sight into various facts of the problem.
The secondary data for the study were collected from books,
magazines, journals, newspapers, Internet etc. the information
provided by the respondents were suitably classified, tabulated and
analyzed with the help of the simple percentage method. It is the
simplest way of analyzing the interrelated features of the data. The
result of the study represented by table, chart and diagrams.
1. Research Design
It is a master plan or model for the conduct of formal
investigation and survey. It is the specification of method and
procedure for acquiring the information needed for solving the
problems. Research design specially mentioned how the data require
for the study is to be collected.
Research design is a blue print for doing research in a most
effective way.
A research design is the arrangement of condition for collection
and analysis of data in a manner that aims to combine relevant to the
purpose with economy in procedure. Three these type of research
design.
1) Exploratory
2) Descriptive
3) Experimental study

2. Sampling decisions
Convenience sampling was adopted to collect the data. The
sampling size is 50 respondents from customers.
3. Area for study
The study contacted in Ernakulam District.
4. Data collection
Both primary and secondary data were used for the research.
The primary data are collected through questionnaire. The secondary
data were collected from books, Internet and newspaper.
5. Data analysis
The collected data used for analysis in the method of

percentage analysis.
6. Preparation of the report
Finally the report was prepared in accordance with the

objectives laid down earlier.
Method of Data Collection

For the present study both primary data and secondary data are
used.
Primary Data Collection

In this study the primary data is collected through survey
method.
Survey method
In the survey method the data collection in made by using
questionnaires and conducting personal interviews. It is the

techniques of gathering first hand information by asking questions to

the respondent directly. This method is called questionnaire method.
Secondary Data
These are information’s from any published source, which may
be useful for the study. The secondary data for the study is collected
from various journals, periodicals, and magazines.
Objectives
1. To know the level of satisfaction of customer in
Ernakulam District
2. To evaluate the marketing activities of the products
3. To increase the sale of products
4. To suggest some probable measure for improvement
Limitations
1. Lack of time
2. Lack of availability of secondary data
3. Lack of co-operation from the people while collecting the
primary data

CHAPTER 4
DATA ANALYSIS
AND
INTERPRETATION

DATA ANALYSIS AND INTERPRETATION
In order to extract meaningful information from the data

collected, the analysis and interpretation is carried out. The data as
first edited coded and tabulated for the purpose of analyzing them.
One editing, coding and tabulating is a must when the interviewer
amassed a huge amount of data concerning the research project at
land.
The analysis basically aimed of giving interference of
association or differences between the various variables in the
research. The analysis was conducted by using simple statistical tools
like percentage, average and measures of dispersion. Alternatively,
the collected data was analyzed by using tables and graphs. Data in
cross-tabulated to produce useful relationship among the variables
involved.
Finally meaning of data extracted the analysis thus
conducted. The conclusion, summary and recommendation of
research are base on the statistical analysis and reference drawn.

Table showing the usage of various jive products.
Table –1
OPINION NO OF PERCENTAGE
RESPONDENTS
Yes 28 56
No 22 44
Total 50 100
Interpretation
The above table shows that 56% of respondents are using Jive
products other 44% are not using any jive products.

Diagram-1
44% yes
56% no

Table showing type of products preferred by respondents
Table-2
Products No of Percentage
respondents
Jive pineapple juice 8 29
Jive splash 12 42
Jive pineapple 5 18
concentrate
Juice fruit candies 3 11
Total 28 100
. Only 28 respondents are satisfied
Interpretation
The above table shows that it is clear that 42% of respondents
prefer jive splash jive pineapple juice are used by only 29%.

Diagram-2
45
40
35
30
25
Percentage
20
15
10
5
0
A B C D
A - Jive Pineapple Juice

B - Jive Splash
C- Jive Pineapple Concentrate
D- Jive Fruit Candies

Table showing the frequency of purchase of jive products
Table-3
Frequency No of Percentage
respondents
Daily 2 7
Once in a week 5 18
Once in a month 7 25
Occasionally 14 50
Total 28 100

Interpretation
The above table shows that 50% of the respondents are using
Jive products occasionally 25% are using only once in a month.
Diagram-3
60
50
40
30 Percentage
20
10
0
A B C D

A- Daily
B- Once in a week
C- Once in a month
D- Occasionally
Table showing the comparison of jive products with other

products
Table-4
PRODUCT NO OF PERCENTAGE
RESPONDENTS
Jive products 29 58
Other products 21 42
Total 50 100

Interpretation
The above table shows that 58% of respondents says that Jive
products good as compared with other products. Other 42% are not
satisfied
Diagram-4
42%
jive products
other products
58%

Table showing the satisfaction of packing and design of jive

products
Table –5
RESPONDENTS
Yes 26 52
No 24 48
Total 50 100

Interpretation
The above table shows that 52% of respondents are satisfied

about the packing and designing other 48% are not satisfied.
Diagram-5
48% yes
52%
no

Factors No of Percentage
respondents
Taste 19 38
Price 11 22
Brand image 12 24
Package 5 10
Advertisement 3 6
Total 50 100
Table showing the factors that influence the purchase decision of

customer about the Jive products.
Table –6

Interpretation
The above table shows that 38% of respondents buying

decision is depends on its taste 33% depends on price another 24% on
brand image 24% is based on packing.
Diagram-6

40
35
30
25
20 Percentage
15
10
5
0
A B C D E
A- Taste
B- Price
C- Brand name
D- Package
E- Advertisement
Table showing the satisfaction of jive products

Table –7
RESPONDENTS
Yes 27 54
No 23 46
Total 50 100
Interpretation

about the product other 46% are not satisfied.
Diagram-7

46% yes
54% no
Table showing the specific the reason of satisfaction of jive
products.

Table –8
respondents
Quality 14 28
Price 11 22
Packing 8 16
Supply 5 10
Quantity 12 24
Total 50 100
Interpretation
Te above table shows that satisfaction of jive products 28%

depends on quality other 22% depends on price, another 16%
respondents the base of packing and another 10% and 24% are supply
and quantity respectively.

Diagram-8
30
25
20
15 Percentage
10
5
0
A B C D E
A-Quality
B-Price
C-Packing
D-Supply
E-Quantity

Table showing the awareness of the customers about jive

products.
Table-9
respondents
Through 18 36
advertisement
Through dealers 15 30
Through other 17 34
customers
Total 50 100

Interpretation
The above table shows that the awareness about the jive
products 36% are through advertisement 30% are through dealers
34% are through other customer.
Diagram-9
38
36
34
32 Percentage
30
28
26
A B C
A-Through advertisement
B-Through dealers

C-Through other customers
Table showing the availability of jive products at your

convenience
Table –10
RESPONDENTS
Yes 36 72
No 14 28
Total 50 100
Interpretation


about the availability of the product at your convenience and other
28% are not satisfied.
Diagram-10
28%
yes
no
72%

Table showing the satisfaction of dealers of jive products
Table –11
RESPONDENTS
Yes 32 64
No 18 36
Total 50 100
Interpretation

with dealer of jive product and 36% are not satisfied.

Diagram-11
36%
yes
no
64%

Table showing the complaints about Jive products
Table –12
RESPONDENTS
Yes 17 34
No 33 66
Total 50 100
Interpretation
The above table shows that 34% of respondents have

complaints about the product other 66% have no complaints.

Diagram-12
34%
yes
no
66%

respondents
Quality 4 24
Price 6 35
Packing 3 17
Supply 4 24
Total 17 100
Table showing the complaints………
Table–13

Interpretation
The above table shows that complaint about the jive products
are 24% depends on quality another 35% depends on price other 7%
depends on packing and another 24% are depend on supply.
Diagram-13
40
35
30
25
20 Percentage
15
10
5
0
A B C D

A-Quality
B-Price
C-Packing
D-Supply
Table showing any problem faced by customers using no Jive

products
Table –14
RESPONDENTS
Yes 17 34
No 33 66
Total 50 100
Interpretation

The above table shows that 34% of respondents facing the

problem 66% have no problem.
Diagram-14
34%
yes
no
66%

Table showing the product price compared to other companies

product
Table –15
RESPONDENTS
Yes 18 36
No 32 64
Total 50 100

Interpretation
The above table shows that it is clear that 64% of
respondents are voted for other products and other 36% are agreed to
price of the products.
Diagram-15
36%
yes
no
64%

CHAPTER 5
FINDINGS
SUGGESTION
CONCLUSION

FINDINGS
1. 56% of respondents are used any jive products

2. 42% of the respondents are used jive splash
3. Most of them are buying occasionally
4. 52%of respondents are to better packaging and designing
compared to other comparative products
5. 38% of respondents are buying behaviour depends on the
taste of the products
6. 54% of respondents are satisfied about the product

7. 36% of respondents awarded about the product through

advertisement.
8. 72% respondents are satisfy about the convenience of jive
products
SUGGESTION

SUGGESTION
1. Jive has to revise the price charged to its various products.

2. The company has to conduct some consumer awareness
programs such as seminars, classes and campaigns,
advertisements etc…
3. More care should be exercised an advertising.
4. Improve the quality and supply at product.
5. Ensure satisfaction of all customers.
6. Implementation of effective sale promotion tools.
7. Give more importance to the feed back from the part of
customers.

8. Give training to dealers for better service to customers.
CONCLUSION

CONCLUSION
The study is titled as ‘A study on customer satisfaction

with reference to Nadukkara Agro Processing Company Ltd,
Muvattupuzha’. Both primary data and secondary data were
used for the research. Convenience sampling was adopted to
collect the data. The sampling size used was 50. The study was
conducted in Ernakulam District. Major findings of this study
are 56% of the respondents use jive products. Most of them buy
it occasionally. 36% of the respondents were aware about the

product through advertisement. Major suggestions in this study

are that more care should be exercised in advertising,
improving the quality and supply of products, implementation
of effective sales promotion tools.
APPENDIX

QUESTIONNAIRE
1. Name
2. Age
3. Sex
4. Respondent employ or not
5. Income of respondent
6. Do you use various product of jive
Yes No
7. If yes what type of products do u prefer

Jive pineapple juice Jive splash

Jive pineapple concentrate Jive fruit candies
8. How frequently do you purchase jive products
Daily Once in a week
Once in a month Occasionally
9. Do you think jive products are better than other products
Yes No
10.Are you satisfied with the packaging and design at jive
products?
Yes No
11.What are the factors that influence your purchase decision for
the jive Products
Taste Price Package
Brand name Advertisement
12.Are you satisfied with jive products?
Yes No
13.If no specify reason
Quality Price Packing
Supply Quantity
14.How did you come to know about the product?
Advertisement Dealer Other customers
15.Are the jive products available at your convenience
Yes No
16.Are you satisfied with dealers of jive products
Yes No

17.Do you have any complaints about the product of jive

Yes No
18.If yes about what
Quality Price Packing
Supply Quantity
19.Do you have any problem as a result of using jive products
Yes No
20.Are the products costly compared to other companies product
Yes No
BIBLIOGRAPHY

BIBLIOGRAPHY
Marketing Management : Rotler Philip

Marketing Research : Sharma D.D
Research Methodology : Potti L.R
Research Methodology : Kothari C.R

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1Management Project

CHAPTER I INTRODUCTION TO THE SUBJECT STUDY

CHAPTER II INDUSTRY AND COMPANY PROFILE

CHAPTER III OBJECTIVES

CHAPTER IV DATA ANALYSI S AND INTERPRETATION

CHAPTER V FINDINGS SUGGESTION

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Sl. Titles Page.

4 Comparison of jive products with other products 39

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Sl. Titles Page.

4 Comparison of jive products with other products 40

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Customer plays a vital role in the marketing of goods

It is the customer who occupies the most important

The buyer is exposed to a world of information new

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is peculiar. He is a riddle and is a highly entity. He perceives and

The problem of solving the puzzle of the buyer

The customer goods can be divided in to customer

With mobility, the customer profile keeps changing

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Statement of the problem

The study is titled that ‘A Study on Customer Satisfaction

Customer are the lifeline of any organization because

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PROFILE OF THE ORGANISATION

The finest farms in Kerala

The JIVE ranges of products are the fruits of the farmers

The factory is located at Nadukkara, and is managed

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limited company with farmers holding 70% share and Government of

Our products can measure up to the strictest of

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High tech processing

Plucked at the ripe time for processing, the fruits

The factory can process 3.5-tones/hour input of

RTS (ready to serve)

The RTS line employs a Tetra Pack TBA/9 machine

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Tropical fruits like Pineapple, papaya, mango, banana

The delicious fruits of Kerala are transformed in to a

Jive pineapple juice (250ml Tetra pack)

This product contains pineapple juice without any

Jive splash (200ml mango-pineapple nectar)

Jive splash is fruit nectar comprising mango and

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USP – ‘Double Fruit, Double Energy’. It comes in a convenient,

Jive pineapple concentrate (700ml pet bottles)

Jive pineapple/ginger/papaya candies: candies are

For institutional supplies, pineapple and mango juice

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The produce of NAPC is exported to different countries

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LITERATURE FRAME WORK

Definition of CUSTOMER SATISFACTON

The company’s ability to fulfill the business, emotional

Quality of your service delivery expected by the customers

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Who involved in servicing your customers? Who needs